Internet Support Solutions

WHO WE ARE

Headquartered in Roseburg with additional facilities in Coos Bay and Grants Pass, OR, First Call Resolution is a high quality provider of outsourced live agent technical support and customer service solutions to internet service providers. With over 50 different clients, as well as numerous ISPs, and supporting programs of all scopes and sizes, First Call prides itself on our abilities at providing solutions that fit every client’s size and shape. In addition, with 24 x 7 x 365 capabilities, we understand and can fill any hourly support requirement.

First Call Resolution provides a wide range of inbound and outbound support solutions that fit every size and cope. Our value proposition is our ability to provide targeted and unique, solutions-focused contact center programs that fit our clients’ needs and requirements, no matter how large or how small the program.

Delivering low cost, high quality best of breed call center technology and superior management methodologies, First Call has stepped out of traditional call center paradigms to provide our clients a new and refreshing approach to servicing customers – by focusing on our clients’ bottom line and actual support needs.  With innovative customized approaches to each application as well as an effective use of technology and managerial processes, First Call is positioning itself to be a leader in highly effective, extremely flexible, low cost contact center solutions.

OUR VALUE ADD

First Call understands that the goal of our most Telecom, Cable and Internet Service Providers’ is to efficiently and effectively support their customers at a minimum cost while maintaining highest levels of service quality.  First Call recognizes that a true outsourcing partnership should include the following objectives:

• To build a flexible and scalable call center solution that allows for our clients to leverage First Call’ ability at piloting newer projects.
• To develop a financial outsourcing strategies with the objective of helping our clients continue to reduce service costs without sacrificing quality to the end user.
• To continually keep abreast of all technologies to better service our clients’ customers during future product launches.
• To continue helping our clients grow and keep their service department at the highest possible quality levels.
• To create flexible call center programs that can change as our clients’ needs change, whether it is operationally, financially or contractually.

WHAT WE DO

The following are examples of outsourced inbound customer support programs First Call maintains expertise in:

• Inbound Phone Support
  1. Basic customer care
  2. Billing questions
  3. Technical Support
     1. dialers
     2. modems
     3. email
     4. security
     5. connectivity
     6. hardware
     7. system settings
  4. System reconfiguration
  5. Customer cancellation inquiries
  6. Retention programs
  7. Account updates
  8. System / network outages
  9. Overflow call handling
  10. After Hours Call Handling
  11. Email / Web Chat/ Instant Messaging
  12. Fax support / Snail Mail support

We believe that First Call has developed best practice approaches of successful partnering that are in tandem with our clients’ core values of low cost, high quality technical and support call center solutions.  We consistently employ these best practices throughout our entire organization.  These best practices drivers are: attention to detail, site consistency, senior management participation, engaged employees, strength and integrity of management, passion for quality, project creativity, significant technology experience, continuous improvement, flexibility and scalability, and our abilities at measuring everything.